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Chapter 1: Introducing Helpdesk Solution
Altiris Helpdesk Solution User Guide 11
satellites every 4 minutes. Windows accounts (trusted connections) can be used if the
Helpdesk identity, VPN, and domains are correctly configured.
• Attachments are stored on the satellites where they were uploaded.
Customize with Ease
Helpdesk Solution is 100% web-based to meet the needs of any organization. Helpdesk Solution
provides the ability to extend the database or simply change the look and feel of the interface with
the use of any text editor. Helpdesk Solution also comes with a selection of sample consoles that
allow users to create their own work items. By allowing end-users to create their own work items,
administrators can reduce the amount of time their workers spend on the phone and increase their
time solving issues.
Helpdesk Solution improves service levels and reduces IT costs across your organization, allowing
you to:
• Notify your IT department of business-critical events
• Allow workers to remotely manage their own Helpdesk tickets from any browser or CE device
• Use a self-help console to reduce the number of incoming calls to the help desk
• Report business critical information via the web
• Quickly install and configure Helpdesk Solution into any business environment.
• Customize the user interface for take advantage of different features and provide a custom look
and feel.
Features and Benefits
eXpress provides many features and benefits. The following lists describes some of these features:
Features
1 Web-based.
• Allows organizations to easily share and access data
2 Resource explorer drill-down.
• Link from Helpdesk allows workers to access summary and detailed hardware and software
inventory configuration
3 Helpdesk’s self-help center (My Helpdesk).
4 Web reports.
Benefits
1 Allows each IS and IT organization to effectively communicate by managing all tasks in single
web console.
2 View complete hardware and software inventory of the problem asset directly from the Helpdesk
console.
3 Increase service levels by being proactive, notifying users of work item status and allowing them
to submit work items and track status 24 x 7.
4 Maximize critical data by understanding work item trends and which assets and users require the
most Helpdesk resource.